Enterprise Incident Lead: Real-Time Resolution

One New Zealand; Wellington; Hybrid; NZD 110,000 - 160,000; Full time

Benefits offered by this job

Work-life balance

Health insurance

Lifestyle leave

Employee discounts

Job summary

One New Zealand is seeking a Service Centre Incident Lead to own real-time incident management across Enterprise, Consumer and 888 segments in a hybrid Wellington setting. You will coordinate incident response, drive proactive communications, and ensure timely resolutions with clear ownership through to completion.

You will lead Tier 2 and complex issues, manage queues and stakeholder expectations, and mentor frontline teams while continuously improving incident handling and service assurance.

Qualifications

• Experience coordinating operational responses during high-impact incidents and service events at an Enterprise level.
• Strong judgement and decision-making capability in fast-paced environments.
• Ability to maintain customer confidence and operational control during disruption.

Responsibilities

• Own incident, case and service assurance queues with triage and escalation.
• Deliver against SLAs and time-bound response requirements.
• Lead operational response during major incidents and service events.
• Manage senior stakeholder communications and updates.
• Coordinate resolver groups, provisioning and service teams to accelerate resolution.
• Maintain ownership and continuity of customer issues through to completion.
• Identify risks and recurring trends to drive improvement.
• Balance workload in real time and coach teams for performance.

Skills

Incident coordination

Real-time decision making

Stakeholder management

ITIL certification

Team coaching

Communication

Job description

One New Zealand is seeking a Service Centre Incident Lead to own real-time incident management across Enterprise, Consumer and 888 segments in a hybrid Wellington setting. You will coordinate incident response, drive proactive communications, and ensure timely resolutions with clear ownership through to completion.

You will lead Tier 2 and complex issues, manage queues and stakeholder expectations, and mentor frontline teams while continuously improving incident handling and service assurance.